1. Commitment
Each paid database (high-availability and single-node plans) is available at least 99.9% of each calendar month, which allows about 43 minutes of downtime in a 30-day month.
2. How uptime is measured
A minute is “down” when your database's connection address accepts no new connections, or accepts none that can read and write, for the whole minute, as measured by our monitoring. Uptime is the share of minutes in the month that were not down, counted per database from the moment it first became live.
Not counted as downtime:
- planned maintenance announced at least 48 hours in advance, up to 4 hours per month;
- problems caused by you: your queries, load, configuration, IP allowlist, credentials or plan limits (for example a full disk);
- suspension under the Terms (for example non-payment or abuse);
- failures of the internet or networks outside our control, and events beyond reasonable control;
- individual features we label as preview, and databases on the Dev plan.
3. Service credits
| Monthly uptime of the database | Credit (of that database's monthly fee) |
|---|---|
| Below 99.9% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
For example, a database at 99.5% uptime earns a credit of 10% of its fee for that month. Credits apply to future invoices, are not paid out in cash, and are capped at 50% of the database's fee for that month.
4. How to claim
Email [email protected] within 30 days after the end of the month, from your account email, with the database name and the times you saw it unavailable. We confirm with our monitoring data and reply within 10 business days.
5. Sole remedy
Service credits are your only remedy for unavailability covered by this SLA. This does not limit liability that cannot be limited by law.